This policy explains how refunds and cancellations work for services purchased directly from Softment via softment.com (not via third-party marketplaces). If you purchased through Fiverr/Upwork or another platform, that platform's refund rules apply.
1. General principle
Software work is time-based and milestone-based. Refund eligibility depends on what work has already been completed and what costs have already been incurred.
2. Deposits and kickoff fees
If your project includes a discovery/kickoff fee or deposit, it is generally non-refundable once work begins (e.g., requirement workshops, architecture planning, UI direction, repo setup).
3. Milestone payments
Projects are typically split into milestones. For each milestone:
- You can cancel at any time.
- If cancellation happens before we start a milestone, the unused milestone amount can be refunded.
- If cancellation happens after work has started, we will:
- Deliver the work completed so far (where possible), and
- Refund only the unused portion, if any, after accounting for time already spent.
4. Fixed-price vs hourly/retainer
- Fixed-price: refunds are based on milestone progress and documented work completed.
- Hourly/retainer: billed time already worked is non-refundable. Unused prepaid hours may be refundable if not started.
5. Changes in scope
Refunds are not provided for:
- Change of mind after approval of scope/design direction
- Added requirements beyond the agreed scope
- Delays caused by missing access, late feedback, or third-party dependencies (e.g., app store approvals, APIs, vendor services)
6. Third-party costs
Third-party fees are non-refundable, including (but not limited to):
- Hosting, domains, email services
- App store developer accounts
- Paid APIs, plugins, or licenses purchased at your request
7. Deliverables and acceptance
If deliverables match the agreed scope and acceptance criteria, refunds are not provided due to "preference" (e.g., wanting a different style after approval). We can quote changes as new scope.
8. Tool purchases (e.g., diagnostics/reports)
If you purchase a fixed-price digital deliverable (such as a diagnostic report):
- If the report has been delivered, it is non-refundable.
- If you request cancellation before processing starts, we can refund the fee (minus payment processor charges if applicable).
9. How to request a refund
Email support@softment.com with:
- Your name, project/order reference
- Reason for the request
- Any relevant screenshots or context
We will review and respond within a reasonable timeframe (typically within a few business days). If approved, refunds are processed within 2–3 business days and credited within 5–7 working days.
10. Refund processing time
If your refund is approved, we process the refund within 2–3 business days. The refunded amount is credited back to the original payment method within 5–7 working days (timeline may vary depending on your bank/payment provider). Refunds are issued to the same payment method used for the transaction.
11. Chargebacks
If you have a concern, please contact us first. Unjustified chargebacks may result in suspension of service and access to deliverables until resolved.